How can you measure client experience? Is it even possible to measure something so intangible and “touchy feely”? I believe it is. You can for example monitor the real world interactions your customers have with your firm (e.g call recording/reviewing or observed meetings) and ask for the client’s perceptions of those interactions. You can also …

Whilst more and more advisers are beginning to understand the value they bring to the client relationship (and their ability to articulate this is improving), often the adviser’s perception of value can be very different to that of the client. In other words value can be perspective dependent. In an employer/employee relationship for example you …

Think you are a good team player? Maybe you’re right. But then again… I came across this article from Fortune Magazine which was posted on CNMoney.com about Jim Vesterman a consultant and private equity professional in the US who gave it all up to join the US Marines. They take teamwork to a whole new …

I have spent much of this week reading and refining the client propositions for a number of our consultancy clients so I thought it would be appropriate to dedicate this weeks blog to that topic, by way of an article that was published on Marketing Hub recently. Evaluating your own client proposition means asking yourself …

If you haven’t already read the FSA’s policy Statement on Platforms, PS11/09, then this brilliant overview (10 pages instead of 70+) from specialist platform consultancy The Platforum, will give you all the key headlines with additional thoughts and comments from other key industry figures. Great work from Holly and the team. Download PDF here

If you are anything like me, you are probably fed up of the daily headlines concerning the systematic hacking of phones by News International and/or the people it engaged. Some of the alleged incidences are shocking and despicable without doubt, but to me, the whole sorry tale is an indicator of the culture of the …